Marketing professional with experience in IT Project Management. In charge of requirements gathering, user stories design and assurance of value capture of the digital and technological initiatives, acting in many positions during the last 7 years like passenger service at airports, implementation specialist, business partner and quality analyst solution and data at Avianca Airlines I have supported the commercial homologation implementation in airports and points of sale of the company during the fusion Avianca Taca. High skills in the processes of planning, implementation and providing business solutions to different areas of the company, I have achieved:
Lead the entire process of planning, execution and implementation of the new contact center platform, helping to improve response times to cases reported by customers, reducing response times by 90%. Made in 2018.
Help reduce the airline's fines by more than 50 K USD a month, participating in the planning and implementation process of an application that helps when checking passengers at airports to identify if they meet the requirements of the country they travel. Made in 2017
Managed the development team for the revenue management and commercial business area, helping to systematically accomplish the agreed timeline to deliver needed to keep the business operating optimally in 2016.
Lead the testing process and the implementation in production of the Pre-purchase application, which helped in the increase of sales to the company in 35 K USD monthly
Coordinate the planning and implementation process of the Charter system helping to reduce the maintenance cost of the old technology that was previously used for said application. Made in 2014
Lead the implementation of the commercial approval between Avianca and Taca in order to provide a homogeneous service in the different sales channels which allowed to manage all the business processes under the same applications for both Airlines in 2013.
Help in the process planning and implementation of the migration of the passenger check system from Lufthansa System to Amadeus, validating that all passenger information will migrate correctly to reduce passengers leaving with incomplete information, avoiding possible fines the airline for not sending the information completely in 2012.
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Manage the systems and functions processed to incorporate and apply changes to commercial project developments. Manage test environments verified as preproduction and production, to ensure they meet the business and technical requirements of the company.
Coordinate with the support area the strategic stabilization plan and the product launch. Develop managed activities to monitor and evaluate the implementation of technology in the different phases of commercial projects. Implement planned, directed and managed activities for the preparation, execution and control of test reports to comply with company guidelines. Support maintained and planned, as well as maintenance and monitoring of products or services implemented in the main sales channels.
Coordinator of new projects in commercial applications to be implemented in the main sales channels. As well as the timely delivery of the development programs requested in the different commercial areas involved in information technology projects.
Planning of different strategy and implementation tests; as requirements of technical and commercial projects.
Provide support in the execution of pre-implementation and post implementation of products and services.
Coordinate and implement on site changes in systems that impact the operation of Airports (Colombia, Medellin, Bogota, Barranquilla, Popayan, Valledupar, San Andrés, Manizales, Cartagena, Peru, Lima, Brazil, Rio de Janeiro, Sao Paulo, Argentina, Ecuador, Quito, United States, Los Angeles, New York, New Jersey, Miami, Orlando, Chicago, Washington, Puerto Rico, El Salvador, Panama, Costa Rica, Guatemala, Honduras, Cuba, Spain, Madrid and Barcelona).
Review passenger immigration documents for international commercial flights. Responsible for passenger boarding, flight documents and crew; as well as flight dispatch. Provide passengers with routes, hotel reservations, ground transportation and luggage storage for connection losses or cancellations.
Assist passengers with overbooking and provide compensation in accordance with company policies.
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